Senior Customer Service Representative

Client Overview

Velotric is an innovative company founded by industry leaders from renowned brands like Lime, Giant, Specialized, and Decathlon. The team is passionate about creating ebikes that combine elegance, high performance, reliability, safety, and affordability. With a vision for a more expressive and stress-free riding experience, Velotric offers a flagship model, the Velotric Discover 1, which emphasizes style, comfort, and engineering reliability. The company is committed to providing an ebike that is easy to use, enjoyable to ride, and delivers superior performance while maintaining a sleek and fashionable design.

Position Overview

We are seeking a dedicated and motivated Senior Customer Service Representative (CSR) to join our team in Clark. The ideal candidate will have a strong background in customer service, handling product inquiries, and managing order processes, paired with a passion for delivering exceptional customer experiences and driving sales. This role is crucial in ensuring customer satisfaction, supporting sales initiatives, and facilitating seamless order management to meet both customer expectations and company objectives.

Key Responsibilities

Customer Interaction:

• Handle presale inquiries and order-related operations through calls and emails, ensuring prompt, accurate, and professional responses to all customer inquiries.
• Provide a positive and supportive customer experience by addressing concerns and offering relevant solutions.

Sales Support:

• Engage with customers to understand their needs, recommend products, and drive conversions by offering tailored solutions.
• Assist customers in making informed purchasing decisions to boost sales and customer satisfaction.

Operational Expertise:

• Manage order processes from initiation to completion, ensuring seamless transactions and timely delivery of products.
• Resolve any order-related issues quickly, minimizing disruptions and ensuring a smooth customer experience.

Product Knowledge:

• Stay up to date on company products, services, and corporate changes to offer accurate information and recommendations to customers.
• Ensure customers receive the most relevant and current product information to meet their needs.

Team Collaboration:

• Work closely with team members to achieve sales targets, customer satisfaction goals, and improve service delivery.
• Share best practices and insights with colleagues to foster a supportive and productive team environment.

Tools Proficiency:

• Utilize customer service software effectively to log interactions, track order statuses, and improve efficiency in handling customer requests.
• Ensure all customer interactions are accurately recorded for future reference and continuous improvement.

Continuous Improvement:

• Actively seek opportunities to enhance personal performance and contribute to the success of the team.
• Participate in training and development programs to stay updated on industry trends and improve service quality.

Minimum Skills Requirements:

Education

• A bachelor's degree in Mechanical Engineering or a related engineering field is considered advantageous.

Experience

• Minimum 3 years of experience in the customer service industry, with a strong focus on presale inquiries and order operations.
• Experience in call and email sales, with the ability to engage customers and drive sales conversions.
• Proficiency in using customer service software and other relevant tools to streamline processes.
• Excellent customer communication skills with a strong passion for sales and providing exceptional service.

Skills and Competencies

• Strong ability to handle product inquiries, address customer concerns, and provide tailored solutions to enhance satisfaction and loyalty.
• Proven aptitude for supporting sales initiatives by identifying customer needs, recommending products, and driving successful conversions.
• Skilled in managing order processes with attention to detail, ensuring accuracy and a seamless experience from placement to fulfillment.
• Exceptional verbal and written communication skills, with the ability to work closely with team members to achieve shared goals and exceed customer expectations.

Preferred Experience and Other Requirements

• Experience in eCommerce and the bike industry is a plus, with the ability to quickly adapt to changes in processes, products, and customer needs. Demonstrate a strong team-player mindset, with a self-motivated and goal-driven attitude.
• Willingness to travel within 1 hour of Clark.

Why Join Us:

People-Centric Culture: Thrive in an inclusive and supportive environment that values your contributions.

Growth Opportunities: Advance your career in a fast-growing organization with ample room for professional development.

Comprehensive Benefits: Enjoy competitive compensation, health insurance, paid time off, and more.

Skill Development: Gain access to training programs, certifications, and workshops to enhance your expertise.

This is a full-time onsite position. If youre a proactive and customer-focused professional dedicated to delivering exceptional service, wed love to hear from you! Apply today and take the first step toward joining our team.